L1 Software Support Agent
About the role
Who are we?
Eon Dental is a high-impact medical devices & tech company growing at neck breaking speed. We are a team of over ~500 colleagues dedicated to making Eon Dental a leading global player in the clear aligner and dental services industry.
Eon Dental aims to deliver value to dentists and orthodontists worldwide by offering a superior quality product, dynamic pricing, treatment schemes as well as after-sales service and assistance.
Software and innovation are involved in all aspects of our product lifecycle; beginning from an engaging experience on the frontend applications that serves customers and dentists to robust backend solutions for process management and automation.
Our excitement about the vision and mission of the company has enabled us to foster a great culture and an exciting work environment that is based on building synergies and our team's exceptional talent to make our customers' experience outstanding.
Your Impact
The L1 Software Support Agent role is based in Amman, Jordan and reports to the Delivery Head and will be responsible for serving as the first point of contact for users experiencing issues or seeking assistance with the company's software platforms. This includes handling routine support requests, performing basic troubleshooting, fulfilling standard service requests, and escalating complex issues to Level 2 (L2) support or Subject Matter Experts (SMEs) as necessary. The role is responsible for providing timely, accurate, and professional support to maintain user satisfaction and operational efficiency.
What You'll Do
- Provide first-level support for software issues via phone, email, chat, or ticketing system.
- Accurately Log, categorize, and prioritize incoming tickets according to defined SOPs.
- Perform initial troubleshooting and resolve common software-related issues
- Communicate clearly, professionally, and empathetically with end-users to ensure a positive support experience.
- Follow up with users to confirm resolution and ensure overall satis…